IT & Data Consultant (Freelance) at Self-employed (2025-01 – Present)
- Designed interactive dashboards using Power BI and Tableau to improve business reporting and executive decision-making.
- Performed data cleansing, validation, and transformation to improve reporting accuracy and consistency.
- Provided business IT support for SME clients, configuring Microsoft 365 tenants, configuring domain DNS records, and assisting with basic Microsoft Azure access management.
- Standardized reporting processes and maintained high-quality datasets across multiple client engagements.
- Collaborated with clients to understand reporting requirements and translate business needs into analytical solutions.
Technical Support Engineer at Kristel Communication Ltd (2023-01 – 2024-11)
- Administered Microsoft 365 and Exchange Online user accounts, mailboxes, and security settings while supporting SaaS environments and owning trial setup/configuration for Barracuda Email Protection.
- Triaged, classified, prioritized, and documented incidents in Spiceworks, maintaining SLA compliance and achieving a 90% ticket resolution rate through disciplined ticket notes and timely updates.
- Configured and troubleshot custom DNS records (MX, SPF, DKIM, DMARC) across accounts to ensure seamless mail flow, email deliverability, and zero domain downtime.
- Escalated complex cases to vendor support with complete reproduction steps, logs, and impact summaries, reducing average resolution time by 30% while keeping customers informed throughout the escalation lifecycle.
- Created and maintained support documentation and workflows for repeatable fixes, improving ticket handling consistency and streamlining the support process for the team.
Service Desk Engineer at Kristel Communication Ltd (2022-08 – 2022-12)
- Triaged and resolved first line support tickets across email and remote support channels, maintaining an average 30 minute response time while meeting SLA response and update expectations.
- Classified, prioritized, and routed incidents through structured ticket workflows; documented troubleshooting steps, findings, and resolutions to create complete ticket histories and support accurate escalation.
- Coordinated implementation tasks and tracked work in ClickUp and Asana, keeping stakeholders informed on status, risks, and next steps through to completion and handover documentation.
- Built and maintained partner and customer relationships by providing clear, empathetic guidance to users with varying technical backgrounds, improving the overall support experience and customer satisfaction.
ICT Attaché at Kenya Revenue Authority (2021-05 – 2021-08)
- Delivered hands-on IT training for staff on common systems, software, and hardware issues, improving troubleshooting capability and reducing basic support requests.
- Configured and deployed ICT tools for 20+ end users, setting up user access and required software configurations to keep teams productive with minimal downtime.
- Performed department-wide hardware upgrades, diagnosing device issues, coordinating replacements, and validating post-upgrade functionality to improve day-to-day operations and user satisfaction.
- Maintained accurate IT asset inventory records to support faster issue triage, equipment allocation, and lifecycle tracking.
OSS Intern at Safaricom PLC (2020-01 – 2020-04)
- Triaged and resolved user requests and incidents in Remedy for OSS systems, capturing symptoms, troubleshooting steps, and outcomes to support timely restoration and a strong customer experience.
- Classified, prioritized, and routed tickets based on impact and urgency, following escalation procedures and handing off unresolved issues to the appropriate teams with clear, complete notes.
- Performed first-line OSS support, including user access administration and role management to maintain secure, appropriate system access.
- Analyzed system-generated data and produced visual summaries to surface trends and actionable insights for operations and incident prevention.
- Documented repeatable fixes and incident resolutions to improve knowledge sharing and reduce rework on recurring issues
